Last updated: 9 October 2026
Easy Return, Quick Refund
If something is not right with your order, contact us within 7 days of delivery and we will arrange a return, an exchange or a refund. Returned items must be unworn and in their original packaging.
[中文] 7 天无忧退换：收到货后 7 天内联系我们，可安排退货、换货或退款；商品需未穿着并保持原包装。
Cash on Delivery
In Kenya we operate on a cash on delivery basis. You pay for the product in cash when the courier hands it to you. The delivery fee is also paid to the courier at that moment; no prepayment is required.
Order confirmation
After you place an order, we will contact you by WhatsApp or phone to confirm your order, your size and your delivery address. If we cannot reach you within 24 hours, we may hold or cancel the order. Please make sure the mobile number you give us is correct and reachable.
Returns and exchanges
- If the size does not fit, or you received the wrong item, contact us within 7 days of delivery.
- Items must be unworn, unused and in their original packaging to be accepted for exchange.
- Send us a photo of the item together with your order number on WhatsApp; we will arrange a replacement where stock allows.
- If the requested size or colour is out of stock, we will offer another size/colour or a refund instead.
Damaged or defective items
If an item arrives damaged or with a manufacturing fault, send us photos of the item and the packaging within 7 days. We will replace it or refund the product price.
Refused or failed delivery
If you refuse delivery without a valid reason, or the courier cannot complete delivery because the address or phone number you provided was incorrect or unreachable, the order may be treated as undelivered and the delivery fee may still apply. Please double-check your details, or contact us before dispatch to change them.
Refunds
Where a refund is agreed, we will refund the product price within 7 business days using mobile money (for example M-Pesa) or a bank transfer to an account you nominate. Refunds are made in Kenyan Shillings.
How to start a return
Message us on WhatsApp at +86 153 7749 7087 or email info@istridemate.com with:
- Your order number;
- A photo of the item;
- A short description of the problem or the size you need instead.
Contact
长沙昊溪科技有限公司 / CHANGSHA HAOXI TECHNOLOGY CO., LTD.
Email: info@istridemate.com · WhatsApp: +86 153 7749 7087
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